5.1 Leadership and Commitment (5.1.2)

5. LEADERSHIP

5.1 Leadership and Commitment

5.1.2 Customer focus

Top management shall demonstrate leadership and commitment with respect to customer focus by ensuring that:

• a) customer (via 8.1) and applicable statutory and regulatory requirements (via 8.2.2) are determined, understood and consistently met;
• b) the risks and opportunities (via 6.1.2) that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed;
• c) the focus on enhancing customer satisfaction (via 9.1.2) is maintained.

Cross reference
Clause 4.4.1 (QMS and its processes)
Clause 10.1 (Improvement)
Clause 8.5.5 (Post delivery activities)